Cornerstonemanagement’s Weblog

Recently I had a problem with my computer and a virus. I contacted the Company whose antivirus software I had on my machine. After sometime I was connected to a “Chat” line and a technician.  After a long time (1-2 hrs) we connected and he did his work. The virus was still there the next day. Repeating the steps Ihad taken previously and again the long wait another Tech. tried to fix the problem. Only this time corrupted my operating system, to the point the computer would not reboot. The call was elevated to two higher levels with no resolution.

I took my PC to my local tech. They reformated the drives reinstalled the operating system and removed the virus at great expense. I had been advised to submit a warranty claim to cover my costs by the software company.

Here is where technology and call centers don’t always work. I retraced my steps to the virus removal support group and got into their call center. After some time they finally admitted that they had no way to accept claims nor no information how to and I should see their web site.

I did that and found nothing, except the telephone number to the world corporate head quarters. I called and asked to speak to a Manager in Customer Service. The operator transfered me back to the original call center and I was cued in line. A repeat call and another transfer to the customer relations call center and cued in line. A third call and I asked to speak to the President and was told “we don’t have his number”! How do you reach a human that can help – you can’t.

These call centers are very good at using technology – ” press one if you want…” etc. Unfortunately if you can not do it yourself and you do reach a human they have no power or  information to help.

I firmly believe technology in Customer Service is important, but at the end of the day someone must take the responsibility to speak to the customer. Particularly if the problem was originally caused by their own staff. These large corporations are  similar – call centers, offshore, not even in North America. The command of the language is fair at best and they have no power or tools to help when required. They must have at least email addresses where concerns and questions can be sent. There also must be some avenue where customers can make their feelings, comments known to Management. They can not continue to hide behind technology.

Technology and call canters don’t always work and can hurt customer service more then it helps.